ComplaintsforGranite Transformations of Jacksonville

• Initial Complaint

  07/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We were charged and forced to pay and additional $450 on the day of installation 0n June 21, 2022 for an "apron" for our new countertop around our new sink. We (**** ***** and ***** ******) were originally told that the "apron" would be included with the countertop. However, when the new countertop was delivered for installation, it was not included. Granite Transformations forced us to agree to pay an additional $450 for this "apron". We believe we should not have had to pay it. The salesman, *******, told us when we signed the contract that the apron was included. ******* told us after the installation that he remembered the discussion and understood that the apron was part of the standard design. The day before the installation, the Office Manager (****) told me that the apron was being provided. We only paid it and signed the change order during installation because that was the only way we could get what we wanted. We texted both **** and ******* after the installation (on June 30, 2022) asking to be refunded the extra charge; we have received NO RESPONSE. WE DO AGREE that we owe the original amount of $3,831.00. The final amount we had to pay was $4,281.00 (adding the extra disputed $450).

  

  Business response

  07/14/2022

  Dear Mr. *****,
  
  Thank you for reaching out and giving us your feedback. Customer satisfaction is always a top priority for Granite Transformations, and we are deeply sorry you were less than satisfied with the experience.
  
  We need to understand all the facts and details of each installation, and we worked closely with the Project Manager who supported your installation - ****. 
  
  We have no record or documentation requesting a 1" sink apron around the sink before your June 21st install. As part of our standard installation process, which was what ******* & **** were referencing, we always include an exterior sink apron and no apron around the lip of the actual sink. Please see our standard sink apron installation attached. 
  
  The way you wanted the material to look around your sink is a deviation from our standard design and installation. We were more than willing to accommodate the request because it's within our capabilities, and **** informed you that it would require additional material and, therefore, a material upcharge to achieve that look. Unfortunately, we are unable to issue a refund for any additional changes you authorized. On June 21, you signed our change order form and agreed to pay any subsequent fees that may arise. 
  
  Again, our sincere apologies for your lack of satisfaction. We set a high standard for our products, and processes, and we are deeply sorry that your experience at Granite Transformations didn’t quite match your expectations. 
  
  Best,
  
  Granite Transformations Ownership

  Customer response

  07/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Their reasons would have made sense IF THAT HAD BEEN CLEAR IN THE ORDERING PROCESS.  Simply put, we took every step we could to get what we wanted; Granite Transformations either hid, overlooked or poorly communicated information that we needed, OR the company or sales person mistakenly omitted making clear our wants for our order.

  You will note that:

  1) in the "Customer Information Approval Sheet" AND the "Contract Scope of Work Clarification" there is NO Place To Select an Apron size. There is no way for us to know there were "standard" and deeper apron size options.

  2) The models in the Company Showroom AND the pictures in their marketing materials show the deeper aprons (they DO NOT show that these are options that can be chosen)

  (Apparently the only way to order this deeper apron is for the sales person to make a specific hand-written note on the "Scope of Work Clarification". HOW DID WE KNOW?

  3) We visited the Company Showroom, and pointed out that we liked and wanted the deep aprons at the sink (without realizing OR BEING TOLD that these were "add-on" options at additional costs).  The displays gave us the impression that the aprons we wanted were the "standard apron"

  4) The sales person (*******) has confirmed to us several times  at and after installation that we did discuss and indicate that we wanted the deep sink apron.

  5) We never received a detailed price list that would have indicated that we had a "standard apron" or an opportunity to select a choice of deeper options

  6) When I spoke with the Office Manager, ****, she only stated that we were going to have an apron.  She never clarified that I would receive a "standard apron" and that there were other options for deeper aprons.

  It seems that this was a matter of poor communications between the company and the customer (us).  We did everything we expected was appropriate to communicate what we wanted.  We made extra efforts to ensure that we would get what we wanted.  The company (Granite Transformations) hid or overlooked clarifying this to us (or to the sales person), OR the sales person made a mistake in not making the appropriate note on the appropriate form. 

  HOW DID WE KNOW?  WHAT MORE COULD WE HAVE DONE?

  We firmly believe that we ordered the countertop and sink with the 1" apron.  We should not have been charged more AT INSTALLATION for what we already had requested during the purchase process.

  Regards,

  ********* *****

  

  Business response

  08/04/2022

  Dear Mr. *****,
   
  Thank you for reaching out once again and giving us your feedback. We are deeply sorry to hear that you do not accept our response. Your feedback helps us do better. 
   
  We acknowledge your constructive criticism of our paperwork and how it can be frustrating because you don't receive a detailed price list. However, a 1" apron is not our standard, and we don't have any display models in our showroom featuring a 1" apron. Given a deeper apron is a special request design and requires additional material, we would have never offered it unless the customer [you] requested it at the time of the consultation. 
   
  Our sales team and project managers do the best they can to ensure our customer gets what they want, however, because every job we do is so custom and different, we rely heavily on everything communicated at the time of the sale. All special requests are duly noted on our form and discussed once more with the customer before finalizing the contract. 
  We are always upfront with our customers and try our best to provide an all-inclusive price at the time of the sale, but our Customer Information & Approval Sheet makes it clear that any changes or additions to the final diagrams requiring additional product can result in additional charges. 
   
  We offer our sincerest apologies for your lack of satisfaction. We set a high standard for our communication, and we were deeply sorry to hear you didn' feel that in your interaction with Granite Transformations. 
   
  Best,
   
  Granite Transformations Ownership
   
  

  
  

  Customer response

  08/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  You say you have no record of us requesting the 1" apron. But YOU ARE THE ONES CREATING THE RECORDS!  We requested it (verbally). There was NO PLACE ON THE ORDER FORM for us to mention it.

  The salesman (*******) had full control of the form.  PLEASE SHOW US WHERE there would have been an opportunity for us to specify the extended apron?

  The only place we are aware is for ******* to hand-write a note on the order form. HOW DID WE KNOW? 

  The models in the showroom included the extended apron. There was no mention - anywhere or by any one - about it being an additional cost.  We should have been told.

  We did everything we though was required to get the design we wanted.  It seems to have been a communications failure - or sales processing failure - on Granite Transformations part.

  Regards,

  ********* *****

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job Dates: 4/8/22, 4/21/22, 5/4/22 Total Funds Paid: $2,300 for initial job, $500 for replacement and repair We hired Granite Transformations to put in new countertops in our 2 bathrooms. As you can see from the photos, the hall/smaller counter was ok but needed additional caulking, but the issue was with our Master Bathroom counter. On the day of the initial install there was a major issue with the workmen reusing our faucets as they now needed extenders. This was a 2 hour extremely uncomfortable worker exchange ( to the point my husband and went outside as to not hear the arguing and slamming co-workers) and delay only to be told any faucet will need an extender. Calls were placed back and forth between myself and **** and ***** was calling the Supervisor ******* as well who finally brought the extenders and the guys could finish the job. As **** told me apparently this was such a problem they all had a morning meeting about it. Extremely unprofessional and unnecessary. In the Master Bath, we were shown samples nothing like what we received. We saw creams/tans/with a splash of blue. We received a totally light blue countertop. The workmanship was beyond sub par, did not align, was filled with some sort of gel and not at all acceptable. We asked for a flush backsplash but received a pieced together not aligned or fitted shelf as seen in photos. I contacted **** the next morning and texted her photos showing the subpar work. After a few calls, she told me the Owner's response was 'you chose it' and charged us an additional $500 to replace and repair our countertop. This is ridiculous we were forced to pay this to have our bathroom counter as it should have been in the first place. This counter would have had to be repaired anyway and we should have been charged nothing. We have yet to hear from anyone as to how the repair/replacement went. Correspondence was very cordial until an issue was presented. We are seeking a refund of the additional $500 paid.

  

  Business response

  05/23/2022

  Dear Mrs. ****,
  
  Thank you for reaching out and giving us your feedback. Customer satisfaction is always a number one priority for us and, we are deeply sorry you were less than satisfied with your project. 
  
  We have worked closely with the Project Manager who supported your installation, ****. It is important for us to understand all the facts and details of each installation, and we have thoroughly reviewed your project file.  
  
  According to our records of your conversations on April 21, you expressed your satisfaction with the project and product for both the guest and master bathrooms, stating via text "So gorgeous! ***** and Jeff amazing. Thank you!” You also signed our Final inspection & checklist customer check-out sheet and our verification of completion form on April 21, which is our established protocol to ensure you are satisfied with the project and any outstanding issues have been resolved upon completion. 
  
  In regards to your guest bathroom countertop (Rivulet) all caulking issues that you referenced have been resolved.  Our Installers do the best job that they can to adequately caulk the area at the time of installation, however, due to drying and sometimes settling in the countertops touch-ups may be required.  In this case, we resolved those issues and you expressed satisfaction with the workmanship.
  
  Regarding your master bathroom installation, the material you selected was Imperial Ivory (blue color).  As discussed in your design appointment, our Granite Transformations material is engineered quartz.  The slabs are manufactured with a variety of materials and chemicals and there is no guarantee that each slab will appear identical.  This is also the case for the guest bathroom material you selected (Rivulet). 
  Any time there is veining and multiple colors in an engineered slab, there are bound to be a variety of different looks.  Unfortunately, we are unable to refund/replace a countertop due to dissatisfaction with the color after the materials have been ordered and installed. 
  You are correct that there were some installation deficiencies on the backsplash portion of the master bathroom vanity, which **** assured you our team would rectify with placement adjustments and caulking corrections at no charge to you.  You expressed that you were not happy with the Imperial Blue color and would rather replace the entire top with a new material, Rivulet. Our Project Manager, ****, walked you through our company policy that a material charge would be issued to trade the top for a new color, but we would not charge for labor to make the change. We apologized for your dissatisfaction with the color and were more than willing to work with you to get it replaced as quickly as possible. We wouldn't have moved forward with replacing the vanity top unless you agreed to it, signed off on it, and paid the replacement fee.  
  
  We also made sure to keep you in the loop on the timing of the replacement, which was completed and signed off on Wednesday, May 4th.
  We understand that there was a discussion that occurred in the home regarding extensions for your fixture reinstallation.  Extensions are a fairly common need to ensure a fixture can be reinstalled correctly and function properly long term.  You had expressed that there was quite a bit of discussion in the home to our Project Manager, ****, and she apologized on behalf of the Installers and we provided subsequent coaching and feedback to our team to ensure this did not occur again.  We apologize that this occurred in your home, however, we feel that appropriate actions were taken to mitigate this from occurring again.  You referenced a meeting that occurred to discuss the extension issue in our office.  This meeting did occur, as we wanted to ensure all parties were appropriately aligned on the next steps and to try and ease any concerns to you as the customer. 
  This is not an uncommon occurrence in our office, as there are often many moving parts and resources involved in installations.  Meetings are our most effective way to align plans and assign roles and responsibilities.
  
  Again, our sincere apologies for your lack of satisfaction. We feel that we made every attempt possible to ensure that the adjustment to your contract was fair on both sides and that the workmanship was completed to our high standards. 
  
  Best,
  
  Granite Transformations Ownership 
  

  

  Business response

  06/03/2022

  Dear Mrs. ****,

  
  Thank you for reaching out once again and giving us your feedback. We are deeply sorry to hear you that you do not accept our response. Your feedback helps us do better.
  
  According to your response, we acknowledged some issues came up during the installation, however, we worked as quickly as possible to resolve them, including issues regarding caulking correction and backsplash alignment, at no additional cost to you. We had to remove your original laminate countertop and replace it with plywood because we determined that additional prep needed to be performed when we arrived on-site. Nonetheless, we completed the entire install the same day, so we never left you without a countertop surface.
  
  The product installed is an engineered slab, however, all-natural and engineered stone products, especially those with veining and multiple colors, will have some color variations. We cannot repair/replace a countertop at no cost due to dissatisfaction with the color after your materials have been ordered and installed. The $500 charge was for the new color you selected due to your dissatisfaction. **** discussed our company policy regarding `non-warranty-related replacements with you. Once again, we wouldn't have moved forward with replacing the vanity top unless you agreed to it, signed off on it, and paid the replacement fee. 
  
  You referenced a meeting that occurred to discuss the extension issue in our office. We foster a drama-free environment, especially when in the customer's home. However, with many moving parts involved in installations, meetings are our most effective way to align plans and mitigate any additional issues occurring with your project. We apologize on behalf of the Installers having this discussion in your home.
  
  We offer our sincerest apologies for your lack of satisfaction. We have done all within our scope to ensure you are satisfied with the project. We set a high standard for our products, employees, and workmanship, and we were deeply sorry to hear this was not met in your interaction with Granite Transformations.
  
  Best,
  Granite Transformations Ownership

  Customer response

  06/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: this is not a resolved issue and the complaint should remain on this company.

  Regards,

  ********* ********* ****

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